VP, Client Success
HybridSingapore, Singapore
Job Summary
Lead the Client Success function across Singapore, Malaysia, Indonesia, and the Philippines by setting structure, standards, and coaching a distributed team into a high-performing organization. Own client retention, renewal, and revenue growth while defining the end-to-end lifecycle strategy from onboarding through expansion. Serve as the executive escalation point for strategic accounts, managing quarterly business reviews and building health-scoring frameworks to proactively address at-risk relationships. Partner with Sales, Product, Operations, and Compliance to resolve issues, refine client segmentation models, and drive adoption across enterprise and scalable segments. Define service playbooks, monitor key metrics like NRR and churn, and report portfolio insights to leadership.
Required Qualifications
- 5+ years in Client Success, Customer Success, Account Management, Relationship Management or a related client-facing discipline
- at least 2 years in a leadership role
- Relevant experience in financial services, capital markets, fintech, wealth management, private markets or another regulated industry
- Track record of managing client relationships across multiple markets or regions
- Experience serving both high-touch enterprise clients and scaled, technology-enabled client segments
- Demonstrated success improving retention, reducing churn and driving renewal or expansion revenue in a B2B environment
- Strong track record of building or scaling Client Success functions, operating models and processes through periods of growth
- Deep fluency in Client Success metrics — NRR, GRR, churn, lifetime value, CSAT, NPS, adoption and time-to-value
- Excellent executive presence and stakeholder-management skills, with the credibility to engage confidently with senior and C-suite client stakeholders
- Strong commercial judgement, balancing client needs against business, operational and regulatory considerations
- Highly collaborative, with a track record of partnering effectively across Sales, Product, Technology, Operations, Support and Compliance
- Data-driven, using insight to prioritise initiatives, manage portfolio risk and measure team performance
- Experience with CRM or Client Success platforms such as Salesforce, HubSpot, Gainsight, ChurnZero, Totango or similar
- Comfortable operating in a fast-paced, evolving environment, with the willingness to stay hands-on while building the function
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